Mercure Maceio Pajucara Hotel

The staff are amazing, but Mercure falls well short of a four-star hotel for me. I’d give it three stars at most. The hotel needs a thorough refurbishment. The windows weren't cleaned properly, the pillows were hard and flat, and the towels were rough. The bathroom was clean, though its age made it look less clean than it was, and there were lots of tiny roaches in it. The hallways and reception smelled strongly of sewage.

The staff were kind and attentive, and the prices seemed reasonable. I didn't stay overnight or rent a room, so I can't comment on those. The drinks and snacks at the bar were great, and the hotel's beautiful design gave it a comfortable, sophisticated feel.

I’ve usually had great experiences at Mercure hotels when I travel, so this service really let me down and practically ruined my day. I booked a day trip with a local agency and was waiting in the lobby at the agreed time. For an hour, nobody called my name or came to find me. When I finally asked a receptionist, she said the guide had come looking for me. If she knew who I was and that the agent was there, she just watched me wait without saying anything. The agency eventually offered a refund, but I missed the trip and had a really bad day because the hotel failed to provide decent service. Details matter. I’ve trusted Mercure before, but I wouldn’t recommend this hotel.

The room smelled, and the Wi-Fi was poor. The staff were great and very helpful, and breakfast was good.